Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michael Black

Boise,Idaho

Summary

Accomplished Senior Enterprise Support Engineer at Ericsson, adept in Incident Management and mentoring, delivered unparalleled customer support and spearheaded new technology adoption. Excelled in fostering interdepartmental collaboration and resolving complex technical issues, showcasing exceptional problem-solving and multitasking abilities.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Tech Lead

Ericsson
07.2025 - Current
  • Managed all incoming case work for the support POD, prioritizing and assigning tickets to ensure prompt resolution and adherence to SLAs.


  • Mentored Enterprise Support Engineers (ESEs) on case management best practices, improving case-handling consistency and customer satisfaction.


  • Provided hands-on technical coaching for ESEs, guiding root-cause analysis and troubleshooting workflows to accelerate skill development and reduce elevations.

Senior Enterprise Support Engineer

Ericsson
04.2024 - Current
  • Delivered white glove customer support in high-pressure political scenarios, ensuring seamless service and issue resolution.
  • Pioneered adoption of new technologies, acting as the first adopter to test and support emerging solutions and systems.
  • Mentored Junior ESEs through NCX and Route Skill Courses, providing guidance and support to enhance their technical skills and knowledge.
  • Fostered interdepartmental relations, building strong collaborative networks across departments to streamline processes and improve overall efficiency.

Resident Engineer

Ericsson
06.2022 - 04.2024
  • Dedicated support resource for a key account. First contact for any support related issues or escalations that requires white glove treatment for the customer.
  • Utilized advanced problem solving techniques to identify, investigate, analyze and resolve technical issues.
  • Coordinated resources across multiple departments to ensure successful completion of tasks.

Education

Associate in Science (A.S.) - Network and Security Solutions

College of Western Idaho
05.2019

Skills

  • Incident Management
  • Security management
  • Quality Assurance Testing
  • Multitasking Abilities
  • Hardware maintenance
  • Network Administration
  • Time Management
  • Project management
  • Team leadership
  • Team collaboration

Certification

  • CompTIA A+
  • CompTIA Sec+
  • CompTIA Net+
  • CCNA

Timeline

Tech Lead

Ericsson
07.2025 - Current

Senior Enterprise Support Engineer

Ericsson
04.2024 - Current

Resident Engineer

Ericsson
06.2022 - 04.2024

Associate in Science (A.S.) - Network and Security Solutions

College of Western Idaho

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